US recession is a boon for service providers well-entrenched in India

Recession in US puts Indian firm on a good footing for leveraging the relatively inexpensive image of their services ! The economies of scale established by leading firms entrenched in India is remarkable.

The usual principal-agent issues impede these firms from making off-shoring decisions. Indian service providers have demonstrated good capabilities around the same in the past. After initial doubt, outsourcing had gained ground in last 5 years. Further, the contracts are up for renewals. We will see large bout of negotiations for the renewal of contracts and further large proportions of sourcing.

eSCM - Sourcing Capability Model encompasses all the sourcing issues and the Indian service providers are rapidly climbing the ladders of the eSCM capability levels. You must check out on the eSCM website for the list of the Indian firms.

Currently, the leading Indian service providers are making offers that are hard to refuse. No wonder - when the doom-gloom about the R-word started, progressive companies such as Infosys started booking the 30-seconds-slots on CNBC in the US.

From the vantage point that I am looking at, this recession is a boon for the Indian Services, in general, and software services, in particular.

certifications in the new world

Gartner predicts that the current and emerging new hot skills are as follows:

1. Project Management
2. Service Management
3. IT Governance
4. Sourcing Management

These and several others.
I felt that a valuable way to indicate one's proficiency in atleast the knowledge about the same can be with the help of certifications. However, this is not to say that anything can replace practical experience. Theoretical knowledge and certifications (by passing tests) cannot substitute an experience.

I've listed the relevant certifications:

PMP - for Project Management
ITIL - for Service Management
CGEIT - for IT Governance
eSCM - for Sourcing Management

I hope this is helpful for budding IT operations management professionals.

Infosys BPO and eSCM

Infy BPO gets distinction:
http://itsqc.cs.cmu.edu/Default.aspx?EntryUID=e9d290e7-e800-42c3-8700-49d5baddf279

Check out this article. First assessment led to Level 4. This has happened for the first time. Infy has yet another feather in its cap !! This is an outstanding achievement for Infy and shows how all its arms are well-enabled.

eSCM-SP done !

...finally, my first step in this direction is done. eSCM-SP is done !

Dr. Hefley introduced me to the current provision that CMU students can attend eSCM certification courses for no charge at the ITSqc's Execution Education Center and I hopped on to grab the opportunity.

The Service Provider model was authored by Mark Paulk, Elaine Hyder, and Keith Heston. I had the opportunity to go for a dinner with Dr. Paulk, and Dr. Siegel on the first evening. It was a delightful event at the Monterey Bay with a great view of Pittsburgh during sunset.

Executives from a leading global service provider and a leading financial services firm had come down for the SP executive education.

On the concluding day, I rushed through my test to the speaker talk on Services Research by Robert Morris, VP of Services Research. I introduced to the concept of industry-academia collaboration between IBM and CMU via CMUSMO and he was amenable for such an arrangement. CMU already has an arrangement with IBM as is indicated on this page.

Thus, I had a heavy dose of Services arena in this week !
The whole schedule made me highly efficient as I had high productivity....yea, they say, adversity is the mother of all inventions....lol !

Citi slashes IT

Here's an article on Citi's current strategy for cost-cutting. The cuts would be mostly on cost-center of Citi - IT. This was bound to happen - the firms were just getting their feet wet (or maturing the relationship with the service providers) in the last 3 or 4 years. This is backed by evidence from a previous article pointing to a Deloitte survey in 2003.

While helping students think through their offers (at MISM), I had always asked them to assess profiles based on nature of job, what they want, etc other than just the pay. When it came to financial firms, one of the dimensions I asked them to consider was whether they were a part of the revenue drivers for the firm or the cost centers for the firm. If they were the cost-centers then there is a possibility that they will have to face one of these days (where they face the axe) !

I get some pleasure in seeing that my thought process was in the right direction. However, I feel sorry for those who will be under the axe because of this step by Citi.

The article highlights on them using offshore services providers ! Election year has come and we will see increasing backlash against outsourcing. However, for global firms such as Citi - it doesn't make sense to run operations from here if they can be done cheaper in some other location on the globe and is able to do so with reasonable SLA adherence.

However, outsourcing need not be the only option. Use of ITIL concepts and other best practices can help reduce costs and make IT more agile and competitive as well. Besides, mindset of converting these cost centers to revenue centers with the existing staff will help achieve the golden middle path - however, that would take more time than Wall St. can wait before next quarter or year ! Also, that would involve significant re-training of existing folks.

Outsourcing, if undertaken, must adhere to eSCM-CL principles developed at ITsqc by an inter-disciplinary set of researchers led by Bill Hefley ! It is a near-complete model w.r.t. dimensions to think about when it comes to Sourcing initiatives.

On an arbitrarily tangential note, a good choice to go long on would be Indian services stocks - which heavily serve these folks. Long live Indian service providers !

global sourcing

Mellon bank's senior officials visited CMU for a presentation on Global Sourcing. They wanted insights into what incremental innovations they can make in order to add productivity, security, performance, and nurture further relationships with their vendors, namely, CTS and INFY. The representatives from both CTS and Infy were present there. I had a talk with Ajay Bhandari, Sr. Engagement Manager from Infy thereafter on some other dimensions.

I could think of application of ATAM from SEI for architectural evaluation by Mellon and Octave from Cylab. Besides, all my productivity tips will go straight to their wiki and cannot be discussed any further. Its interesting to know that this was part of curriculum for a grad education program. Besides, the crowd also provide some other strategic insights for certain cultural aspects. I must appreciate the step forward from Mellon to place a Mellon personnel at offshore DC to be their eyes and ears for the sourcing initiative to be successful.

eSCM certifications are now happening both for service providers as well as clients. These are conducted by ITSqc or IT Services Qualifications Center. Global Sourcing is maturing to the next level. More on the topic later...